Wealth Customer Operations Representative

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award-winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products – we want to solve problems and change lives through Monzo.

Remote £28,000 + £11,250 worth of stock options

Open Availability (6am-10pm Monday to Sunday) – We are currently in a 6 months trial period, where our COps (Customer Operations) work 9am-6pm, Monday to Friday.

This role will be focused on Wealth transfer processes, alongside customer support, and the main focus for the first 12 months will be on our Savings Product.

About Our Wealth Team

Rather than focusing on budgeting tools and new features, our Wealth team is on a mission to provide the right products and education to help support our customers look towards their future. From Savings, Investments, and Pensions Products, Wealth is a rapidly growing domain at Monzo, launching 2 new products (Investments and Pensions) in the last 2 years.

What You’ll Be Working On

Customer Operations are the heart of Monzo and every Customer Operations Representative has the power to solve problems quickly and with minimal fuss. You’ll be working in our Wealth Customer Operations Team, keeping the savings product healthy through completing operational tasks (such as processing ISA Transfers, breaking fixed-term pots, etc.) and being our customers’ first point of call for any queries and problems they may have and providing support by being honest and transparent with our customers through our in-app chat, emails, and via the telephone.

You’ll play a key role by…

1. Resolving our customer problems through working with a variety of tasks and products within the Wealth Domain over chat/emails/calls.
2. Working back office operational tasks such as processing ISA transfers and Fixed Term Pot breaks.
3. Using technical and soft skills to deliver excellent customer outcomes and service.
4. Support with the embedding of operational change across Wealth.
5. Collecting and recommending actions to make improvements to the domain.
6. Support with new tasks as we scale the operation.

We’d love to hear from you if

1. You have at least 1 year of experience working with Wealth products including experience processing ISA transfer requests.
2. You can work diligently, spot inefficiencies in processes, and stretch into implementing positive change.
3. You can make the complex simple, and explain it to others in an engaging and informative way.
4. You work well in a team and are able to collaborate with others effectively.
5. You’re deeply empathetic, always put yourself in the shoes of the customer, and take end-to-end ownership of a customer’s issue.
6. You consistently deliver role model behaviours and a positive ‘can-do’ attitude.
7. You’re extremely competent in handling conversations on the telephone/chat/email with customers and prospective users.
8. You’re able to think about the customer and domain when making decisions.
9. You’re able to prioritise workload based on domain and customer demands.
10. You’re a self-starter and able to fill gaps of ‘down’ time with the relevant workload based on the demands of the business.
11. You adopt a coaching and guiding mindset and work well with feedback.
12. You’re able to account for your work when not on a stat-based task and feel comfortable working to SLA’s.

What’s in it for you?

• Annual Salary Review which means your salary can increase every year.
• All Monzo team members get share options as part of their package.
• Up to 6% pension contribution from Monzo.
• A £200 budget to set up a home office space.
• 34 days of holiday allowance per year.
• 8 weeks of paid sabbatical leave every 5 years.
• 25 days of paid sick leave.
• Optional Health Insurance.
• Learning budget of £1,000 a year for books, training courses, and conferences to focus on your personal development.

#REMOTE

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2023 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don’t need full or birth names at application stage.

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